3.6 Real-World Examples and Case Studies

Phase 3: Application – Practices and Value Streams Driving Professional Results

Challenge: An organization's old ticketing system is inefficient, leading to slow incident resolution and low user satisfaction.
ITIL Application: How the organization used the Continual Improvement Model to identify the need for a new tool ("Where are we now?"), defined requirements based on stakeholder needs (Engage, Focus on Value), selected and implemented a new tool (Design & Transition, Obtain/Build, Deployment Management), trained staff (Organizations and People dimension), and measured the impact on incident resolution times and user satisfaction (Did we get there?). Discuss the challenges faced (e.g., data migration, user adoption) and how they were addressed using ITIL principles (e.g., Progress Iteratively, Collaborate and Promote Visibility).

Challenge: Frequent service outages are caused by poorly managed changes.
ITIL Application: How the organization formalized its Change Enablement practice, defined different change types (Normal, Standard, Emergency), established a Change Authority, implemented a Change Schedule, and improved risk assessment procedures. Discuss how principles like Think and Work Holistically (considering impact on all services) and Keep It Simple and Practical (streamlining the process where possible) were applied. Highlight the positive impact on service stability.

Challenge: The IT department is overwhelmed by recurring incidents.
ITIL Application: How the organization established a dedicated Problem Management function, used incident data for trend analysis (Problem Identification), implemented a process for root cause analysis (Problem Control), managed Known Errors and workarounds, and used Change Enablement and Continual Improvement to implement permanent fixes. Discuss the benefits of shifting from a reactive to a proactive approach.